Carphone Warehouse 'Upgrade' con - help req'd !

easypeezy

Has any one else experienced this problem - when you're offered an 'upgrade' over the phone and change your mind within 7 days being told you have no right to cancel even though the Distance Selling act should apply?

If so, did you get the deal cancelled or were you stuck?

easypeezy

UPDATE - So far I have emailed Charles Dunstone, that was two weeks ago without a response. Trading Standards were an absolute waste of time, they suggested I go to OFCOM or similar except CPW did not provide the phone service but are acting as retailers so it's not applicable.

Today I sent a recorded letter to Charles Dunstone at CPW, so will wait to see if that gets a response.

If no joy has anyone any advice?

edda

Have you tried talking to Consumer Direct (0845 4 04 05 06)?
They are the 1st step before Trading Standards, but I've found them to be more diligent in following up problems.

easypeezy

Thanks edda, I will call them tomorrow - I'm not sure what the difference is between Consumer Direct and Trading Standards but it's worth a go!

As per - I'll let you know when there's progress.

easypeezy

HEEEEELLLPPPP!!

THis is a direct call for Martin or one of his team to help with this as I believe my experience is a loophole, a con, an abuse of consumers lack of the (understandable!) reams of legal bumpf!

Consumer Direct have been next to no help and basically said I'm stuffed, I should have asked the right questions and there's nothing I can do about it - who's side are they on?

I don't want to let it drop as I'm sure there are plenty of others that have/are experiencing this, so please Martin I need your help and clout to get something done and at the very least to make others aware. Pleeease

edda

easypeezy, so sorry that Consumer Direct were no help - I know how it feels when a big company and all their resources take on one person - they have so much at their disposal and you're banging your head against a brick wall.

Don't know what part of the UK you live in, but do you have any active consumer champions in the media - TV, radio or newspapers?

Sometimes the threat (or weight) of having the media take up your case can concentrate the company's efforts.

easypeezy

Thanks for the reply edda, I am a little disappointed at the response, the situation I find myself in does seem to me to be unfair and a loophole. I'm a little surprised at the lack of response on this forum also, it seems people only want to unlock their phones or decide what's the 'best' phone to have. It seems to have lost its way a little as a consumer led and proactive forum offering support and advice.

Maybe I expect too much - heyho

dph

One last pressure point you can try

email steven_esom@johnlewis.co.uk. (non-exec carphone warehouse) there's an underscore after steven that doesn't show on this page

Say your a long standing customer of the carphone warehouse and john lewis. Your a little surprised to find yourself in this position as you know the importance both companies place on customer service. Ask if he can assist you in gaining a resolution and briefly describe the issue. You want to emotionally engage with him so avoid any mud slinging and just go with the facts the shorter the better as he's a busy chap. Can't guarantee it will work but you never know

easypeezy

*UPDATE* I never did receive a reply from CPW head office and certainly not from Mr Dunston. After a lot of pressure from me and through one of their shops local to me I was offered three months rental back and the opportunity to change my phone, which I did though the new phone was broken(!) but then replaced.

Needless to say I will not be using CPW for my phone upgrade, renewal or anything related, and would urge all mobile phone users (especially CPW customers) to ignore and dissuade their heavy handed sales techniques offering 'free' upgrades and essentially getting customers to resign their contracts before the previous one has expired and tying them in to at least 18months.

It seems that CPW has grown too quick taken its eye off the ball and gone down the route of Dixons and their style of sales technique where the customer is only right if they have been bled dry in the process of making a purchase - disregarding any customer service in the process.

Me - Jaded - Never